Customer Success Manager

Job Summary

Owning a portfolio of small-to-medium-sized merchants, the full-time Customer Success Manager will drive ongoing success by managing post-launch relationships, ensuring product adoption, and coordinating cross-functional teams to enhance merchant satisfaction in a remote environment.

Key responsibilities

• Manage a portfolio of merchants and serve as the primary owner of the post-launch customer experience
• Drive ongoing engagement through check-ins, performance reviews, and proactive outreach
• Monitor account health, identify churn risks, and build action plans to address them

Required qualifications

• Bachelor's degree or equivalent work experience
• 3-5 years of experience in customer success, account management, or related customer-facing roles within a technology or SaaS environment
• Proven ability to manage a portfolio of accounts and drive outcomes with strong ownership
• Experience identifying customer risk, managing escalations, and driving retention
• Tech-savvy with the ability to understand product functionality and troubleshoot issues